Auto & General Car Insurance
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I was involved in a not-at-fault multi-vehicle accident on 4 August 2025 while driving my Toyota Camry Hybrid. The at-fault driver was insured by Auto & General (Coles Insurance). Auto & General accepted the claim and deemed the vehicle a total loss, but they paid the entire settlement and rental compensation directly to the registered owner. They… Read more
did this without verifying my beneficial interest in the vehicle, even though I had informed them multiple times that I was the primary user under a rent-to-own agreement and had paid $36,000 towards it (plus all running costs including comprehensive insurance with Oceania, registration, and maintenance). After the initial settlement, they completely stopped responding to my follow-up emails. Advice from Oceania (underwritten by Auto & General) was also conflicting — they told me no separate claim was needed and that Swift Recovery represented me, but Swift confirmed they only acted for the registered owner. I escalated to AFCA, but the complaint was closed on jurisdictional grounds because my vehicle had comprehensive cover. The insurer eventually offered only a $100 ex-gratia payment. The lack of communication, failure to consider my documented interest, and overall handling left me significantly out of pocket with no resolution. I would not recommend Auto & General for anyone who expects fair and timely claims service.
This company is human. I loved that they helped with compassion and understanding by waving any fees. That’s just not done any more. I just wanted to say thank you for listening and being compassionate Suzanne. Show details · 1
Bad business ethics!!!! Dont trust them with my money I originally had insurance with this company. I sold the car and moved on and cancelled my insurance. The company keept my details on file turned on the pocily automatically. I didnt realise after 2 months of direct debits came out. Call centre is in South Africa frustrated with the… Read more
borken English. Wasted 2hrs of my Friday afternoon.
Money taken from my account $107 Moeny they proposed to refund $65.70
Cancelation fee of $41.58 for a policy which never agreed upon.
This had ocured twice. Wasting time and bad customer service.
I have a home insurance with them. I am leaving.
Reviews with attachments
Misleading Insurance company – Auto and General insurance is a misleading company needs to be investigated by Insurance Australia and The Hon Bill Shorten MP and Hon. Victor Dominello The company provides its insurance services for a number of brands including, but not limited to: Budget Direct.,1st for Women.,Ozicare.,Australia Post.,Virgin Money.,ING.,Catch… Read more
Insurance.,ComparetheMarket. and many more.
Move your insurance to another company whose underwriter isn't auto & general
When a claim is lodged its handled by A&G and all these companies doesn't handle claims but is just advertising with different names and misleading to public, these companies don't even hold phone numbers for claims or response.
I had a comprehensive insurance for first 3 years with Budget direct and continued in the 4th year with Ozicare which both are under Auto and general the car was Bentley ( Paid more than $12K premium and paid $2K excess at start of claim which is still held by A&G) which had damage from hail on 14/10/21 in Sydney, a claim was filed with smash repairer for the water leak and damage, the claim was for $55K being a Bentley, the assessor appointed by A&G claimed the water leak was pre existing which was total lie and when confronted was asked for forensic investigation car was taken to the yard and done some crap tests without any independent witness or video and with a pic of a vial claims the water has fluoride and is tap water this water sample was collected after 7 days while the floor had completely dried due to the December heat in Sydney, from the second water damage due to rain as the flooding happened in excess of 3 inches on the floor due to the damage on the roof, the investigation claims the sunroof was blocked which is lie coz only pic of duct was presented and no actual video or presence of smash repairer or owner of the car. took the matter to ombudsman and the entire time was taken over 1 year and all the ombudsman decided in favor of insurance by a single person without having a independent assessor appointed which was requested, the investigation and assessment was done by people who are on the A&G payroll, now the matter is with my lawyer taking to NCAT In the past for my house claim in 2013 A&G had gone to the length of forging my signature and stating I have accepted a settlement from $160K claim to $25K when confronted at ombudsman they accepted it but blamed the cleaners, good question why didn't the A&G got penalized for lying by the ombudsman AFCA or ministers.
On a daily basis the citizens of this country go through dilemma and heartache by the insurance companies and lengthy delays created by them, which needs to be investigated, I hereby organizing a petition for class action and investigation by the minister responsible for it and need people to write to their local member about insurance delays and issues and a private members bill need to be raised in the parliament.
The Reality Behind the Promises: Auto & General advertises “high performance with high integrity,” but my experience has been the exact opposite. After a no-fault accident in September 2024, my comprehensive car insurance claim remains a case study in delay tactics, poor communication, and disregard for customer rights. Endless Delays &… Read more
Stalling: My claim has dragged on for ten months, with the Internal Dispute Resolution (IDR) team repeatedly stalling and failing to provide clear updates.
Secret Vehicle Relocation: My car was moved without my knowledge, and its location withheld for four months—making it impossible to get an independent assessment. Stored in a salvage yard and transported by forklift, it's condition deteriorated even further (see photos).
Inflated Repair Costs: The assigned repairer took four weeks to produce a grossly inflated quote, listing only OEM parts. When I provided a detailed price comparison showing parts could be sourced for 50% less, A&G dismissed my evidence because I’m “not a panel beater.”
Refusal of Second Opinion: All requests for an independent assessment have been denied, I have beeen blocked from accessing my own vehicle and told it belongs to them.
Unjustified Write-Off: The combination of inflated repair costs and undervaluing my rare edition led to my car being written off unnecessarily, contradicting A&G’s own claims about “extending vehicle life.”
Low-Ball Settlement Offer: Only this week have A&G increased the PAMV to match their independent valuation recorded on file back in November 2024, after months of maintaining a lower figure.
Hire Car Cancelled Without Notice: My hire car entitlement was cancelled in March with no warning, communication, settlement, breaching their PDS, and while the matter sits with AFCA.
Dismissed Evidence & Poor Communication: My detailed submissions and supporting documents have been ignored or dismissed, and communication has been consistently slow and unhelpful.
Stakeholder Prioritisation Over Customers: When questioned, the IDR team justified their actions by citing “obligations to stakeholders”—not to paying customers.
Why This Matters: If you value transparency, fairness, and your rights as a customer, think twice before choosing Auto & General. My experience shows a company more interested in protecting its bottom line than delivering on its promises or treating customers with respect.
I hope this review helps others make an informed decision and prompts A&G’s management to finally address these ongoing issues.
Mean insurance company – Do not use Budget direct for home and contents insurance. Submitted a claim 4 weeks ago. They made me pay my excess instantly, the day of the event / damage, stating they will not accept my claim if I don’t pay the excess first which was $1000. My roof, ceiling and floor damaged from wind picking up roof tiles and blowing them everywhere. I have… Read more
had to call weekly to try to get updates. Every time I called, I was told it would be escalated. I was advised it was approved 2 weeks ago however never received anything official documentation including the scope of works. The assessor from White Wolf Construction that attended, told the insurance company that the roof tiles could not have damaged the floor. (How could roof tiles flying through a ceiling smashing on floor boards, breaking up on impact, not damage a floor?) Assessor from White Wolf Construction also did not get on the roof to inspect damage that by that point SES had covered with a tarp. They use a drone and the drone cannot see under the broken tiles sitting on the roof and pergola nor can it see through a tarp, he also did not checks to ensure the ducted air conditioner was not damaged. I called again today to ask for an update. The man I spoke to was extremely rude and intimidating, would not provide me any information rather stated very rudely that they are reviewing the claim and there are questions I need to answer. He did not provide any context around these ‘questions’ but mentioned it multiple times in a manner that was belittling. 4 weeks now with a tarp covering a large hole on the roof. They took my money and have done nothing.
GASLIGHTING & Dishonest – Currently at the ombudsman AFCA and in the final stages of their ruling. I have had BUDGET DIRECT who is AKA AUTO AND GENERAL INSURANCE take over 2 years to return my car and when they did it came with new issues they deemed as wear and tear with a $10k cost to fix. Also whilst in their possession they; lost my car for a period of time, fabricate… Read more
documents and then present them as fact, my car sustained damage by that look as tho it was in another 1-2 accidents, re create scenes of incidents and remove the meta data and tell me it was from a date prior, give me my car back without badges, with 4 tires almost bald that are not mine and more!! NEVER go anywhere near anything that has Auto and General involved. FYI they underwrite many products such as Budget insurance, Qantas & +
Latest follow-ups
I had a car insurance policy with Auto and General Car Insurance through Qantas, which I prepaid for the full year. I made changes to the policy after three months which were to start in 7 days time. They billed me immediately and then when the… Read more
payment did not go through kept sending me text messages to say they would terminate the policy if I did not pay immediately. They already had 9 months prepaid. I rang to cancel the policy (something they were threatening me with) and then told me it could not be cancelled until the changes took effect in another four days time, and would not cancel it. I will be lodging a complaint with the Ombudsman. It appears that Auto & General Car Insurance is Budget Direct. I had car insurance with them and they wouldn't process my no fault claim for a total write off (the other driver drove through a red light and admitted it to the police who attended) and I had to get the Ombudsman involved. They changed their tune when that happened. If I knew this was the same outfit I would never have insured my car with them.
Follow-up · Budget Direct failed to pay for hire car. Fortunately the tow driver also had connections with a hire car company and accepted the other driver drove through a red light, consulted with the police and gave me a hire car agreement which they collected from BUDGET DIRECT . Hire car was for three months. Budget Direct refused to approve hire car… Read more
BEWARE!!! I want to put negative 1000 stars. Budget Direct and Auto General are the most incompetant company out. My initial claim was rejected which was fine, but the 2 MONTHS that my car was in their care my car was damaged by them. My hand… Read more
break was literally dismantled among other things. They do not call back, the managers don't want to speak with me and it has now been almost 5 months. Do not waste your money with these morons!!
Follow-up · It is now almost December and my car is still with the mechanic. My initial claim was for car theft. The theives didn't damage the car. They went for a ride and we found the car in the bush across the road from my house. When my car was returned about 2 months later, I discovered the windshield had a large crack, the cover for the emergency… Read more
Hello Kristina. Thank you for posting… Read more
Positive reviews
Just had a few policy changes for my car insurance. No issues at all. Great phone service today 13/5/25. Duplicate car insurance policy cancelled easily. No complaints at all. Thanks to the female rep that took my call & deleted the duplicate. Great service Show details · 1
Positive experience – I can see that my experience was totally different to others. Had a not at fault accident. Submitted claim and got approved for repairs online, booked a drop off day at theirs assessment Centre. Dropped off car, got a phone call next day that car will be towed to a different repair Centre. New Centre contacted me with ETA for repairs, hire car got… Read more
organised and extended with no issues. Repairs delayed due to new parts needed for repair, panels painted and paint blended perfectly. 2 months total. Can’t say anything bad re customer care service or quality of repairs. A few things got sorted via text messages instead of holding the line.
Renewal of Annual Policy – My insurance with a competitor was about to expire so I went on the hunt seeking the best coverage for the most economical cost and came up with this policy Youi had provided me with. Also the customer service agent assisting me knew their stuff and was most professional, so until renewal comes up next year, thank you Youi for now. Show details
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Negative reviews
Auto General underwrite Coles Insurance. I had insurance through 2025 - 2026. There was an accident last September, they stated I had to pay an excess, which I did, even though I argued it was not my fault. It was the only way to get my car fixed, which only was a scrape. Both cars were fixed by November. Apparently Coles Insurance has not paid… Read more
for the other car I have found out in the last few months.
I had made several reviews about Coles Insurance and none of them were completed to my satisfaction by Coles and they state through this website that the issue will be sorted but that is a lie. Product Review do their best to help and mediate but Coles Insurance would be the worst company I have ever dealt with.
I have now started to receive threats by the other cars insurer AAMI and their ARMI (debt collectors). Don't know how they got my private email address or private mobile. I forward these on to Coles Insurance, at their 3 different email addresses, you would think someone would reply. I respond to AAMI debt collectors branch and tell them to leave me alone (not my exact words) and to contact Coles as that is what I pay Insurance for.
If it is not resolved soon, I will be contacting the Australian Financial Ombudsman I have warned AAMI and Coles.
Hello Debbie. Thank you for posting this… Read more
They have falsely blamed me for the accident claim my husband had lodged ! Most unprofessional organisation! So called senior manager [Name Removed] telfer doesn’t know what he writes in the email shows the way claim and decision would have been handled will be going to AFCA and taking legal action as they also bought up another unrelated incident… Read more
of my accident for a car that was not even registered with them and then falsely accused me of the accident when my husband was driving the car ! Stay away from these white collar criminals
Hi Ritz, thank you for taking the time… Read more (+3 replies)
Was on the phone to one of your representatives for 37 minutes. During this time he left for 5-7 minutes twice to find out where our vehicle was they took to assess from my panel beater. In 5 months we have had no feedback as to where the car is or where the claim is up to. I called to discuss and the guy on the other end couldn’t give me an… Read more
answer so said he would call back in 1 hour. I called and woke my son at 6am in South Africa to do a conference call with the guy, but 5 hours later, still no call back (He was also located in South Africa and the current time there is now only 11.50am). Absolutely disgusting customer service
Hello. Thankyou for taking time to leave… Read more
Recent reviews
so i don’t even know what to say scum is to nice for them please don’t waste your time The fact I have to even put a star even disgust me you should have nothing Show details
Hi Mel. Thankyou for taking the time to… Read more
Auto & General (underwriter for Budget Direct) handled my repair claim poorly. My car came back from their authorised repairer with a faulty head unit. I reported it right away. An independent diagnostic confirmed an “AUDIO CAN timeout” fault, commonly caused by battery disconnection or voltage issues during repair work. Despite clear timing and… Read more
evidence, Auto & General dismissed it as “not accident-related” and refused help. I’ve had no working radio since September. Extremely disappointed with how this was handled.
Hi Igor, we sincerely apologise for any… Read more (+1 reply)
Had car insurance worst comp ever to deal with i gave 1 star to many trying to contact them is mission impossible you make a complaint .then they contact you talk to you for just a few secs then just leave u on the phn. No explanation nothing i wasn't rude derogatory or anything warning don't deal with them they maybe cheaper but the worst if u want cheaper go with everyday rewards very helpful great to deal with Show details
Good morning David. Thank you for taking… Read more
It has now been over two months since my car was written off, and I am **still waiting for a final outcome** from Auto & General. The experience has been extremely frustrating. Each time I call for an update, I am kept on hold for 45–55 minutes, only to be transferred between different staff members. Today, I spoke to three different people, each… Read more
one handballed me to another department — and the last person even **hung up the phone**.
This level of service is completely unacceptable. I expected much better communication and professionalism from a company like Auto & General. After paying my premiums for years, this poor treatment has been disappointing and stressful.
* Claim lodged over 2 months ago * Vehicle written off and awaiting outcome * Poor customer service and extremely long wait times * Lack of accountability between staff
I urge Auto & General to **resolve this matter promptly** and provide a proper explanation for the ongoing delay.
Thank you for taking the time to provide… Read more
rip off company, charge for auto renewal policy when I was overseas and not able to phone or email. No customer focus just stalling to respond, I hate to think how people go if they have to make a claim, it took a month to say no to what should have been a refund, they must really need the money Show details
Good afternoon. We appreciate you… Read more
Was involved in a not at fault car accident in which the vehicle was repaired by one of their preferred smash repairers. They did a terrible job laden with defects and took them 2.5 months to “fix”. The van is back at a new smash repairer now with will be another 3 months off the road. They have offered me cents to the dollar to help resolve my… Read more
formal complaint to them in which they withdraw when I told them I deserved more. The most useless car insurance company I’ve ever experienced. Would not use them ever again
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Harassed by this company. Error after error. It wasn’t even my insurer. Their client was the third car in a sequence of 3. I was the second car, also not at fault. A & G claims department continued to harass me even after they had contact with and claim numbers from my insurer: they knew I was not at fault. They were so inept that their repeated… Read more
correspondence had all the names and cars mixed up…couldn’t even get that right, despite giving them several corrections. Today was contact #5 from them, wanting more details and it’s the third or fourth time I have again directed them back to my insurer. My car has been repaired by my insurer without any fuss. Thank goodness I am not insured with A & G. I hope their client has managed that too. What a shambles.
We sincerely apologise for any… Read more
Avoid at all cost. We tried to make a claim on our contents policy after being broken into, They made it so hard in the claim process and wanted over the top proof that it was impossible to get an out come. Also we had 2 policies due for renewal that firstly they had put an automatic renewal on without permission, but wait they had doubled the premium on both policies from last year? Show details
Hi Anthony, I am sorry to hear that you… Read more
‘Alert !!! Alert !!! Alert !!! LEGAL SCAMER !!!! ‘ I heard about these budget direct insurance back in 2022 that these guys are doing targeted harassment to busy non escalating people and which made me to cancel my policy with these guys, Now similar treatment from qantas with shocking harassment to take interview for accidental damage. Offered… Read more
in-house assessment which was denied and threatened to non-cooperation denial not taking interview. I am a full time worker and will be busy from 7:30 till 5:00 but not interested to do on or after 5:00 pm interview. When I discussed this with my other network similar treatment and because of can’t afford time they have to withdraw the claim not worth for peanuts. I strongly believe this behaviour is taken advantage to force insured’s to withdraw or close the claim. Wonder is any one out side this organisation are watching this? Consultants trying to misled the question being quiet or our quality persons were watching? Seriously? Negative 92%? When will any legal governances will take an action on this company? This company provides insurance on different names may get caught to it at anytime of our life. We have invested our life to acquire assets, just because of this unethical company’s processed unethical behaviour its danger to the community.
Thank you for your email, sorry, our team is unable to provide you with any call recordings as… Read more (+4 replies)
Avoid any insurance companies partnered with Auto and General. The amount of time I have wasted going back and forth as they didn’t provide all of the details to the repairer from an accident involving a kangaroo. It took me multiple phone calls to get the issue sorted. Was given some money back as rumination and told they would give me a hire car… Read more
when my car finally went back in for repairs. Went to book my hire car and of course, there were no notes written down to say this would be happening. It has taken nearly a year to get the repairs fixed because of Auto and General not doing their job.
Hello Katie. Thank you for taking the… Read more
I want to warn everyone to not use this company. I took out insurance for a second car and had arranged monthly direct debits after they tried to bill me annually. They sent an email to confirm first payment was going to be direct debited on the 27th June 2025 and first payment was going to be just over $4. On the 10th of June they direct debited… Read more
$341 which was the annual payment again and 2 weeks before anything was supposed to come out. I rang and got a call back from Bernard the supervisor who told me I would get a refund of $326 within 7 days. I questioned why it wasn't for $341 and he told me " don't worry you will get another refund for $14 to make up the full amount. He also told me that my policy would be $100 more expensive than the one I took out on line but again he said 'don't worry, we will honour the original amount'. He told me he would send new policy documents for the policy that was $100 more expensive but I must just ignore it as the right documents would follow....still waiting for those and my refund. I phoned my bank today who has escalated a dispute for me. They could see the amount was debited but there was no refund and then they put me through to this shonky shady company again. I talked to a woman who told me firstly that my refund was being organised and it would take 7 days from the 20th of June. I told I had already been waiting longer than that already and I expected the money to be refunded straight away. She left me waiting for a few minutes then came back and told me that the payment had never been debited so therefore I was not owed a refund. I lost the plot and told her where to stick the policy in no uncertain terms and I have already engaged the insurance ombudsman to follow through with this. I have never dealt with a more dishonest and crooked company as AAnd G insurance and will spread this far and wide so that no one in their right mind will use them. Disgusting company
Good afternoon. Thank you for posting… Read more
Six months. SIX MONTHS. This is how long it has taken for a simple Third Party at fault claim. The driver at fault is insured by this “company”. We were found not at fault and subsequently our car was written off. We were offered (a pretty decent I must say) cash settlement with our car to be sent to salvage. I had to literally remind them to make… Read more
payment as it had not arrived on the specified date. This whole process has been agonising. Countless phone calls, waiting on hold, being transferred here and there, not having calls returned or emails answered, the at fault driver ghosting both us and the company (and them letting him get away with it until we threatened legal action). Constant chasing and reminding and getting a different story from each person I spoke to. The time this has taken and the stress this has caused is appalling. Thank god we had a backup car to fall back on. If you lodge a claim here, don’t expect it to be dealt with either quickly or efficiently. The only reason I have given two stars is that everyone I have spoken to has been pleasant. That’s as far as it goes. I wouldn’t recommend them anyone.
Good morning, thank you for taking the… Read more
Deny Delay Defend. This horrible company is the perfect example of Insurance industry corruption. When you are an innocent victim of a person who committed a crime(running a red light) and the insurance company Denys your claim after leaving you on hold for hours over multiple phone calls. Multiple witnesses, including the police and we the… Read more
innocent party are accused of a crime in their assessment, ignoring the police report.If anyone is interested in a class action against this company. I am in. Disgusting, low, sub human treatment compounding the horror of being hit head on by a criminal running a red light. I will fight these people FOREVER
Hello Tyrone. I sincerely apologise for… Read more (+1 reply)
They are scammers. Create fake reports for people and send us amount to repay from recoveries and settlements team for people who pay them . Just received a letter for claim which was no fault . Beware of letters sent by them and lodge police complaint as I will be doing Show details
Good morning. I'm sorry you’ve been… Read more
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